Yet another reason why TLG rocks.

Lord Dynel · Post by **Lord Dynel** » Fri Jul 11, 2008 3:34 pm

I know I'm fairly new around here, but I've lurked here for quite some time. It wasn't until after the dreaded 4th Edition D&D reared its ugly head that I finally had enough of the corporate role-playing games and decided to go back to my roots - when imagination meant something in an RPG. These are just my opinions, and I'm not meaning to offend anyone who plays and/or loves the new edition - I'm just expressing myself.

I ordered a copy of the 2nd printing of Monsters & Treasures about three weeks ago. This week I got a little concerned and decided to email TLG about the order. Not only do I have the ability to email the "Head Honcho" directly, but he replies! And not only does he reply, he says, and I quote:

[quote=reply email]We are getting another out to you today! [/quote]

No, I'm not trying to score a free copy of M&T. But TLG doesnt know that. Their first priority is making the customer happy and fixing the problem as soon as possible for the customer. They could have made me wait another week and email them back, like companies (like Amazon has done in the past). I could have gotten an automated reply from some software program. I could have gotten a, "sorry about your loss, but you didn't opt for insurance," like another company has done in the past. Try getting the head of anything reply to your email from another company...good luck! Sure, some might say that TLG is a lot smaller than the "big companies," but I'm sure TLG could have a "customerservice@trolllord.com" email that I could send my inquiries to and get a canned response from. But they don't. Real people making honest efforts to ensure 100% customer satisfaction.

And that's why I love me some Troll Lord Games!
[/fanboistic praise]

serleran · Post by **serleran** » Fri Jul 11, 2008 3:39 pm

Damn! That is one less sale I'll get paid for...

Heheh.

Seriously, though, you're right. The Trolls do try very hard to ensure customer satisfaction. They are in a business. A business needs consumers. Consumers that do not like you will not return to you... and then, you might go out of business.

Post by **Breakdaddy** » Fri Jul 11, 2008 5:56 pm

Glad it went well for you!

Treebore · Post by **Treebore** » Fri Jul 11, 2008 6:33 pm

I like that personal touch as well. Its a big reason why I like Paizo and Green Ronin, they make it clear to me they want me happy.
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Jackal · Post by **Jackal** » Fri Jul 11, 2008 7:16 pm

My experiences have always been the same. Besides their great game, I like the Troll's way of doing business as well.

dkeester · Post by **dkeester** » Sat Jul 12, 2008 1:36 am

I have ordered several items from the Trolls so far and am really pleased with the level of customer service.

moriarty777 · Post by **moriarty777** » Sat Jul 12, 2008 1:57 am

I've had nothing but great service... and even a couple of freebies for my trouble over the past couple of years.

TLG is my favorite RPG company hands down. Now if only they did a line of pre-painted, plastic miniatures of the classic critters as they appear in the M&T and they would get all my money allocated to gaming!

M
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dkeester · Post by **dkeester** » Sat Jul 12, 2008 5:48 am

moriarty777 wrote:
Now if only they did a line of pre-painted, plastic miniatures of the classic critters as they appear in the M&T and they would get all my money allocated to gaming!

Plastic or pewter wouldn't matter, I would buy them and use them with FDG's terrain and tile sets.

Orpheus · Post by **Orpheus** » Sat Jul 12, 2008 12:28 pm

moriarty777 wrote:
I've had nothing but great service... and even a couple of freebies for my trouble over the past couple of years.

Same here. Anytime I've gotten screwed on an order (I've never received anything messed up, I just never actually received some things) they always throw in a couple of freebies.

Jonathan of White Haven · Sat Jul 12, 2008 2:49 pm

Last year, once our gaming group had decided to switch over from 1E AD&D to C&C and, incidentally, during the "2 For One" product sale, I ordered a pair of the core books and CK screens through the web site. Since the ordering process wasn't sufficiently clear, Steve sent me an e-mail asking which items I wanted as the second parts of the twofer. He also said that since I was ordering more than $30 worth of items, I qualified for the free Crusader subscription.

Instead of returning the e-mail, I called TLG and spoke with Steve. We got the order straightened out and, within the week, I received my order.

When the next issue of The Crusader was announced (#6, IIRC), I didn't receive a copy. So I called TLG. Steve was quite helpful, we had a fun conversation, and I started getting my sub shortly thereafter. And yes, when the time comes, I'll be re-upping the sub.

Rather than order through the site, I prefer to call TLG directly. (PayPal can occasionally be a PITA to use, especially when I want to put the order on my credit card. Besides, every once in awhile a product link is broken. Last I checked, the info link on the Store page for "The Dark Chateau" didn't work. It still isn't working--are you listening Steve? )

Anyway, I've since called a couple more times, ordered more goodies (the latest being DC, DB3: The Deeper Darkness, and pre-ordering CZ: The Upper Works) and every time Steve has answered the phone. I think he's beginning to recognize me (I introduce myself the same way each time) and I always have a pleasant conversation with him. (I keep it short since I know he's busy and I don't want to delay the work on the CKG any more than is necessary. ) When I decide I'm once again rich enough, I'll probably order some of the Yggsburgh expansions.

When I do, you can bet I'll be talking to Steve.
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seskis281 · Post by **seskis281** » Sat Jul 12, 2008 3:32 pm

I too find the simplest thing is to just pick up the phone and call to make orders.

Now, this is less practical for out-of-US customers, and I hope that future distribution abroad channels can be strengthened. But if you live in the continental 48, call -- and if at first you get Steve's message just wait and try back a little while later. TLGs direct order service (i.e. just calling) is the way to go!

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tylermo · Post by **tylermo** » Sat Jul 12, 2008 6:02 pm

I totally agree. TLG are among the best. I've not deal with Paizo, or Green Ronin personally, but I have dealt with the folks at Pinnacle Entertainment who deal in Savage Worlds, Deadlands, etc. That's also another pleasant experience. Between them, and their distributor, Studio2 Publishing, IF an order goes wrong it is taken care of. Bringing it back to TLG...Stephen and company are wonderful. I try to keep my order calls short as well. Besides, I can always get long-winded with Stephen and Todd at Egyptian Campaign.

Aladar · Post by **Aladar** » Mon Jul 14, 2008 1:19 pm

I agree.

I have had nothing but fast (I mean really fast), efficient, and courteous service from the Trolls. I had one small glitch once and it was quickly fixed with a phone call.

I have only good things to say about TLG.
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Lord Dynel · Post by **Lord Dynel** » Mon Jul 14, 2008 1:41 pm

I'm glad that others have similar, great experiences with the Trolls.

I've not dealt with Paizo or Green Ronin myself, but it's good to hear that those companies treat their customers right. I've had dealings with Code Monkey Publishing (not so much that I've gone a bit away from 3.5 and they lost E-Tools, though they did start doing the DA Blackmoor stuff) and they seemed to be really good guys, too.

Goos to hear that there are companies that realize that, while the bottom line is important, keeping the customer happy is paramount to sucessful business.

Omote · Post by **Omote** » Mon Jul 14, 2008 1:58 pm

Just to be different, TLG is 'aight.
Actually, they rock something fierce.

-O
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Yet another reason why TLG rocks.

Yet another reason why TLG rocks.

re: Yet another reason why TLG rocks